The Transformational journey of customer services

Customer Service is not what you do, but who you are. Very often you came across some complaints regarding the bad customer service proved much expensive than good customer experiences and that’s why instead of focusing on the competition, one should focus on the customer needs and demands. Happy customers are the biggest advocates and the most successful sales team for you. In today’s world of interlinkage, every brand or a company is trying to implement a digital transformation strategy to curb those bad experiences and to engage new potential customers regardless of medium or platforms as it offers multi-channel customer experience which helps an organization to grow at an exorbitant rate.

Transforming customer service modules:

1. Cloud solutions

Digital cloud features allow companies to work rapidly and help organizations to use technology to meet customer’s needs and demands. It provides a 360-degree view of your customer, ensuring higher engagement and allows organizations to provide customers with consistent customer support. In this way, nimble companies can innovate faster and cheaper with a rapid reduction of cost and hence enhancing customer experience.

2. Personalized experience

Today customers want themselves to be treated personally and as a unique individual. They want to be analyzed, recognized by their names and studied based on previous interactions or orders, and this analytical data help companies to understand the preferences of the customer. This analytical data will help companies in recommending the products based on past purchases.

3. Cross-platform mediums

Today customers are not limited to a single platform. Reaching to your customer is directly proportional to the number of platforms you are using. Cross-platform customer portals allow customers to be interacted with a single digital profile and help organizations to widen its reach and network, ensuring instant replies within one hour. Hence, it enhances accessibility with 24*7 Support.

4. Chatbots

Today artificial intelligence is helping big organizations handle the software algorithms, network bandwidths, and data volumes. Chatbots with machine learning is transforming entire business models by interacting with the customers more engagingly with a click away solutions and hence, decreasing the need of customer executives. Today over 30 per cent of the companies are using artificial intelligence in the form of chatbots to provide a multilingual, consistent and engaging experience and support.